An Interactive 5-Day Training Course

Client Management Strategies
for Retention & Growth

Client Management Strategies for Retention & Growth

Why Choose this Training Course?

 The rationale for this course centres around putting the client first in everything you do. In an increasingly competitive world, retaining clients is smart business. It has been estimated that estimated that it costs five times more to get a new customer than to retain an existing one. It is essential that you have a client management strategy for retention & growth.

Clients expect their suppliers to become trusted advisers. This course shows how putting the client rather than services first can yield improved results in terms of client retention. It stresses the importance of having highly engaged employees and applying best marketing and business development practices in a highly competitive and dynamic marketplace. This course will also introduce you to our unique ‘Client Management Model’ which has been designed to suit the specific needs of organisations in the Middle East, Europe and Africa (EMEA).

This course will highlight:

  • An effective client management model
  • How to retain clients
  • Steps necessary to retain your clients
  • What to do (and what not to do) when a client leaves
  • Cross-cultural communication and why it matters

What are the Goals?

 At the end of this course, you will learn to:

  • Describe the client management model
  • Discuss the reasons for clients leaving
  • Apply continual improvement strategies to increase customer retention
  • Differentiate between the ways to best influence others
  • Design a strategy for client retention and growth

Who is this Training Course for?

 This course is suitable to a wide range of professionals but will greatly benefit:

  • Any manager responsible for client management and/or customer retention
  • Project managers and engineers
  • Anyone working in customer service type roles
  • Marketing and sales staff
  • Internal consultants (marketing, finance, IT, HR, strategy)
  • Senior Managers needed to develop their skills in client management and communication

How will this Training Course be Presented?

Participants to this course will receive a thorough training on the subjects covered by the course outline with the instructor utilising a variety of proven adult learning teaching and facilitation techniques. Training methodology includes individual and group activities will intersperse the sessions.  DVD presentations will highlight the major teaching features. A variety of practical sessions and role plays and group interaction are programmed into this course.

Daily Agenda

Day 1: The Challenges Faced in Managing Clients
  •  Clients first - is the customer ‘always right’
  • Becoming a client focused organisation
  • The true cost of losing a client
  • Understand your existing client focused organisational culture
  • The client/management needs dilemma
  • Introducing the client management model
Day 2: Understanding and Retaining your Clients
  • How clients buy professional services
  • Understanding your client portfolio
  • Why clients leave?
  • Customer satisfaction and loyalty
  • Steps necessary to retain your clients
  • What to do (and what not to do) when a client leaves
Day 3: The Psychology of Influence
  • Reciprocity, commitment and consistency
  • Establishing credibility – becoming a trustworthy expert
  • Using social proof and liking
  • Establishing authority and why it matters
  • Commanding attention
  • Why being ethical matters
Day 4: Communication Skills using the Power of Psychology
  • Understanding communication
  • Barriers to communication
  • Engaging emotion – feelings, stories and metaphors
  • The limitations of PowerPoint
  • Cross-cultural understanding – why it matters
  • Using social media effectively
Day 5: The Importance of Continuous Improvement and Innovation for Client Retention
  • The Tools of Continuous Improvement
  • Identifying causes of problems and potential solutions
  • Seven steps in problem-solving
  • Mistake-proofing - Poka-Yoke
  • The Kaizen Method
  • Why innovation matters

Certificate

  • Upon successful completion of this training course, delegates will be awarded an official PetroKnowledge Certificate of Completion, signed by the course facilitator. The certificate confirms successful participation and records the total learning hours completed.
  • Continuing Professional Education credits (CPE): In accordance with the standards of the National Registry of CPE Sponsors, one CPE credit is granted per 50 minutes of attendance.

Accreditation

NASBA Approved Training Courses

In Association With

GLOMACS Training
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Would an alternative date be more suitable?

We offer a variety of tailored training options, customized to meet your organisation's needs. Delivered anytime, anywhere, we make it easy to bring expert training directly to your team.

Related Categories

Management, Strategy & Leadership

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